Gradian Systems Ltd
Gradian Advanced Support for Symantec Products
Gradian Support has been designed to add value to traditional vendor support. It includes the alignment of an ITIL qualified Success Professional and a Symantec Knight. The included support guide highlights SLA's and keeps support easy and timely.
Features
- Detailed support guide
- Customer success professional alignment
- Co-operative support escalation
- Management escalation of critical issues
- ITIL alignment
- 24/7 x365
Benefits
- Highly skilled, certified and experienced support professionals
- Ticket management
- Response within one hour
- Raise tickets by phone, online or email
- No automated telephone answering system
Pricing
£13,158 a unit a year
- Education pricing available
Service documents
Framework
G-Cloud 12
Service ID
1 3 9 8 3 9 2 1 0 2 3 8 9 1 8
Contact
Planning
- Planning service
- Yes
- How the planning service works
- Please see Gradian Professional Services for implementing new Symantec Services.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
-
- Symantec Email Security Service
- Symantec Web Security Service
- Symantec Endpoint Protection
Training
- Training service provided
- No
Setup and migration
- Setup or migration service available
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- Gradian is a Symantec Secure One Services partner. We are an extension of Symantec's own support team, proving first and second line support. Gradian's Support Desk Professionals are Symantec accredited in the fields of email, web and endpoint.
Security testing
- Security services
- Yes
- Security services type
-
- Security incident management
- Other
- Other security services
- Fixing product issues
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Hosting or software provided by your organisation
- How the support service works
- Gradian Support provides assistance with the day to day operation of your Symantec solutions and products and helps to resolve problems that are inconsistent with documented behaviour.
Service scope
- Service constraints
- Support is only available remotely.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Please refer to the Support Guide in the documents section.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
- Please see Gradian's Support Guide attached.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Developed Vetting (DV)
Pricing
- Price
- £13,158 a unit a year
- Discount for educational organisations
- Yes